Civil Service Casework Skills Test practice questions, answers and detailed explanations.
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Medium Background A customer says nobody contacted them as promised. You are checking the contact records and the service standard. Information provided Callback standard Staff should make two call attempts at least two hours apart. A voicemail should be…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Easy Background An application was closed because evidence was missing. The customer has now sent the requested documents. Information provided Reopening rule A closed application may be reopened without a new application where all requested evidence is received within…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Medium Background An interpreter has been arranged for a customer appointment. You are checking a possible language mismatch before the appointment takes place. Information provided Customer request I need a Polish interpreter for my appointment. I do not speak…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Medium Background A customer has asked for an application fee to be waived. You are checking whether the financial evidence appears to meet the published criteria. Information provided Fee waiver rule A waiver may be granted where the customer’s…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Medium Background A customer has asked for a medical equipment application to be treated as urgent. You are checking the clinical evidence and the current processing time. Information provided Priority guidance A case is given priority where a clinician…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Medium Background A customer submitted an annual support review and then reported a change in employment before the review was decided. You are checking how the new information affects the open case. Information provided Change-reporting guidance A customer should…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Hard Background The case management system has identified two records that may belong to the same person. You are reviewing the available matching information. Information provided Duplicate record rule Records must only be merged after identity has been verified….
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Hard Background A customer described financial difficulty during a telephone call. You are checking whether the concern was recorded and routed in line with the service guidance. Information provided Welfare guidance Where a customer describes hardship affecting children but…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Easy Background A payment sent to a customer was returned unpaid. You are checking whether the conditions for issuing a replacement have been met. Information provided Reissue guidance A returned payment may be reissued once the bank confirms that…
Previous question | Back to question bank | Next question Test part: Part 1: Information processingDifficulty: Medium Background A customer has applied for mobility support after their needs changed. You are checking whether the requested start date can be considered under the backdating rule. Information provided Backdating rule Support may be considered from the date…